Executive - Customer Care Resolution Owner (English, Mandarin and Cantonese Language Support)

Key Responsibilities:

• Professionally engage with customers across various communication channels, including phone, email, chat, walk-ins, and social media, ensuring clear communication and a positive customer experience.
• Respond promptly to customer inquiries, comments, and complaints, effectively addressing and resolving issues within established KPIs.
• Work collaboratively with different teams to investigate and solve customer complaints, providing solutions that align with or surpass customer expectations.
• Process machine returns and refunds in compliance with company procedures and guidelines, ensuring fairness and adherence to business standards.
• Oversee social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company's reputation and online presence.
• Ensure fair handling of customer claims and complaints, resolving them within agreed-upon timelines.
• Evaluate and assess the effectiveness of current processes and call-handling procedures, proposing enhancements to boost productivity and customer satisfaction.
• Deliver essential reports to management within specified timelines to assist in performance tracking and strategic decision-making.
• Lead or participate in various customer experience (CX)-related projects as assigned by management, promoting initiatives aimed at enhancing the overall customer experience.
• Oversee and manage DOA and OBF cases for the HKTW region.
• Coordinate ad-hoc customer service projects across Singapore, Malaysia, and the Philippines.
• Maintain daily records of case chronology with dates in the GTAP CX Database for managed cases.
• Handle social media, DOA, SG OBF cases, GTAP CX Mailbox, and rejections effectively.
• Provide timely responses to customer feedback and complaints through telephone, email, or in-person interactions, adhering to service and quality standards.

Required Skills:

• A Degree, Diploma, or an equivalent professional qualification.
• A strong sense of integrity and professionalism accompanied by leadership qualities.
• A dynamic, motivated, and result-driven team player with excellent interpersonal skills.
• The capability to thrive in a challenging environment, demonstrating initiative and the ability to work independently.
• Proficient in managing multiple customer communication channels and resolving issues efficiently.
• Fluent in both spoken and written English, as well as Mandarin and Cantonese.
• A minimum of 2 years of relevant experience is required.

Compensation Package:

• Competitive Salary.
• Performance-based bonus for confirmed employees.
• 15 days of Annual Leave.
• 14 days of Medical Leave.
• Comprehensive medical and hospitalization coverage.

Experience Level:

• Associate

Job Location:

• Kuala Lumpur, WP, Malaysia.

Job Type:

• Full Time.